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Business Profile

Baby Accessories

buybuy BABY

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Baby Accessories.

Complaints

This profile includes complaints for buybuy BABY's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 279 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/16/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      BuyBuyBaby was running a promotion where you would earn a $50 credit if you spent at least $200 by a certain date in early January. I placed an online order for approximately $133 on Jan 6, 2023 and then went into the Garden City, ** location on Jan 9, 2023 and spend approximately $74, in order to make sure we hit the $200 spend threshold for the promotion. We monitored our rewards account and saw that there was no credit to our account under the promotion. We called this morning and were told that because the $200 spend was not in a single transaction, we would not be eligible for the promotion and do not qualify for the $50 credit. Nowhere in the promotion details did it say that the spend had to be in a single transaction, only that the $200 spend had to occur by a certain date, which we were sure to make our purchase by. The only reason we made the in-store purchase was to qualify for the promotion and we find it incredibly deceptive on the part of the store to advertise these promotions only to find ways to deny customers the benefit of the promotion after they have met the terms. All we are seeking is the reward the promotion advertised, based on the amount of money we spent at BuyBuyBaby. Otherwise we will have no choice but to take our business elsewhere and encourage others to do so as well.

      Business Response

      Date: 01/21/2023

      January 21st, 2023

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau - ******************* - Case# ********
      To whom it may concern: Better Business Bureau - ******************* - Case# ********

      Our customer service representative ********, reached out to the customer via email 1/18/23 advising the promotional threshold was for $200 minimum on one purchase. The customer made two separate purchases which caused them to not qualify. ******** advised the customer they would provide a one time accommodation however, the customer has not responded. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:01/14/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      September 10,2022 I purchased the doona stroller /car seat for my daughter which was ****** and she was born on October 19th2022 . Today I realized the handle is loose and it is a safety hazard - so I called BuyBuyBaby and the first person I talked to said they could exchange it for me which than I got disconnected . So I called back and spoke with a different supervisor- not only did she tell me she wouldnt exchange it after her other supervisor told me yes , she was screaming at me and hung up . I was not asking for a refund we love the product we simply just wanted an exchange and for the new product to be sent to us first ( so we still have transportation for our 3 month old) and than we would send the broken one back ! Im so upset with how this was handled , I did my whole registry with them and for them to treat me so poorly and not help with a defective product for safety issues is really upsetting .

      Business Response

      Date: 01/24/2023

      January 24th, 2023

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau - *************************** - Case# ********
      To whom it may concern: Better Business Bureau - *************************** - Case# ********

      Our customer service representative ****, reached out to the customer via email 1/18/23 advising the item is outside of the return policy and is not able to be returned or exchanged. **** advised the customer there is a 2 year warranty with the manufacturer, they provided the customer with those details. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:01/04/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Returned merchandise 12/29/22. They said they would load it to a gift card but when we used it a few minutes later it didn't work. They basically said they couldn't do anything. They would not reissue the card or give us back what we returned. We never left the store and it was only a few minutes when we tried to use the card so it is impossible that it had been used.

      Business Response

      Date: 01/06/2023

      January 6th, 2023

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau *********************** - Case#********
      To whom it may concern: Better Business Bureau - *********************** - Case#********

      Our customer service representative *******, reached out to the customer via email 1/6/23 advising the customer that the store is reaching out to further assist. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

      Customer Answer

      Date: 01/18/2023

      This has been resolved.  They gave me back my money

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ***********************

    • Initial Complaint

      Date:01/03/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have not received points for two purchases made on October 10th, 2022. The first was an online order with the order number BAS3942728104, and the second was an in-store purchase for which I provided the necessary information from a receipt to a representative on the phone. I have reached out to customer service team twice in an effort to resolve this issue. The first time, I was given a reference number of 221118-11965271 and was told that I would receive an email explaining the issue within two days. However, that email was never received. On December 6th, I contacted customer support again and had a lengthy text message conversation with another representative, who provided me with a new reference number of 221206-12363283 and assured me that I would receive a callback or email within 24 hours. To this day, I have received neither.The two order equal roughly $3500.

      Customer Answer

      Date: 01/08/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      *********************

    • Initial Complaint

      Date:01/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We ordered a reclining chair for our nursery on November 12, 2022 in-store at the ********, **** location. We were told the chair would arrive no later than December 28. On December 29, I reached out to customer service for an update. I was told the item was still being processed and was stuck in the system. The rep said they would push the order through the system and I would get a shipping update within 24 hours. On December 29, after receiving no updates, I contacted customer service again and spoke to a representative and a supervisor. I was informed the item was in a warehouse ready to be picked up by the vendor, but the vendor could not be contacted before the last date of the product arrival window (1/7). I was guaranteed that the item would arrive by that date. Today, I received an email from the ************************ stating the item is out of stock and there was no timeline for when it would be available. At this point, I have received four different answers from four different people and have absolutely no faith this item will even arrive. Communication has been abysmal and Im unable to determine if this item will indeed ship or is actually out of stock.

      Business Response

      Date: 01/07/2023

      January 7th, 2023

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau - ************************* - Case# ********
      To whom it may concern: Better Business Bureau - ************************* - Case# ********

      Our customer service representative ****, reached out to the customer via email 1/4/23 advising the order was cancelled and **** issued $150 in My Funds. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:01/01/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bought a car seat that did not fit in my car. Tried to return and they will not give a refund. It is well within the allotted time frame and has never been used. Order number: BBB6656001766 Requesting a full refund immediately.

      Business Response

      Date: 01/07/2023

      January 7th, 2023

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau ******************* - Case# ********
      To whom it may concern: Better Business Bureau - ******************* -Case# ********

      Our customer service representative ********, reached out to the customer via email 1/3/23 asking the customer if the item was used and if the tags and warranty information was left with the package however, the customer has not responded. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:12/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received the Owlet Dream Duo off of my BuyBuyBaby registry this past October. After doing some research, my husband and I feel uncomfortable using this monitor after seeing it can be hacked. We went to the BuyBuyBaby in Garden City to exchange this item with a new monitor and we were told because the box was opened they will not accept it. The product has never been used and all pieces are in the box. I used BuyBuyBaby and Bed Bath and Beyond for both my wedding registry and baby registry because of their reputation and I am extremely disappointed. This product was purchased for almost $400 and we are being told we can not return it even though it will not be used. We spent over an hour in the store and multiple hours on the phone with customer service who have been absolutely no help despite speaking with a manager. I am looking for a resolution as soon as possible being that I am waiting for a baby monitor so that my baby can sleep in her crib.

      Business Response

      Date: 01/11/2023

      January 11th, 2023

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau - ***************************** - Case# ********
      To whom it may concern: Better Business Bureau - ***************************** - Case# ********

      Our customer service representative *******, reached out to the customer via email 1/3/23 advising they have refunded $319.20 to the customers My Funds account since the customer dropped the item off at the store.We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:12/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Extremely disappointed and frustrated with their absolute horrible and terrible customer service. I bought a 4 piece crib/ room set. The dresser is unable to be assembled due to damaged part and I ordered a replacement part and that replacement piece was damaged even more. I cant get the replacement without it being damaged through the mail and thats the only way I can get the item. I called just for a partial refund as I now cant use the dresser but wnat to keep the other items. I was told by a representative I didnt have to return the item and threw the pieces away and was told by MULTIPLE people my refund was being processed. I have been on the phone for hours on different days and its absolutely ridiculous. Now being told they cant find the refund. This is a bunch of BS. Give me my partial refund of $110 like I was told. Thats all I want. Im not asking for a whole refund as Im still using the other items and I am an honest person but I wnat my compensation for not being able to use the dresser. Its horrible how they treat their customers and steal their money when we buy something.

      Business Response

      Date: 02/08/2023

      February 8th, 2023

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau *******************-Case# ********

      To whom it may concern: Better Business Bureau - *******************-Case# ********            

      Our customer service representative ****, reached out to the customer via email on 12/29/22 advising the refund was already processed on 12/28/22. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

    • Initial Complaint

      Date:12/24/2022

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Nov 17 2022 at 9:57PM EST I ordered a "Moonlight Slumber Luxury Dreamer Crib Mattress". This was assigned the order number BAB3952164334. 23 minutes later I placed another order for a different product (and, hence, got a 2nd order number too). Because I'm a paid member of their "Welcome Rewards+" program, both of these orders were upgraded to "Same-Day Delivery" and scheduled for Nov 18 using a 3rd-party delivery provider, Doordash. On November 18th Doordash sent multiple messages to my phone updating me on delivery status. At 3:59PM two messages, stating that delivery person ****** had dropped the packages off and each of the messages contained a link to a photo of the drop off. One of the pictures showed a package, as expected, but the other pictured showed nothing; it looked like someone intentionally blocked the lens. I was home at the time so I went outside 5 minutes after receiving the messages with the pictures and only found indeed one package. It was a smaller box, containing the item from my 2nd order; the crib mattress was nowhere to be found. From this point on it's been multiple contact attempts from me to Buy Buy Baby, either via online chat, via phone chat, and via phone calls. In all of my contacts with Buy Buy Baby I have asked for either a replacement or a refund, which the customer agents always said they were requesting for me. In one of these calls the agent told me they needed me to file a police report in order to do anything; they sent me an email with this request, asking me to reply to it when I had the report. I went to my local police on December 13 and they wouldn't file a report, because there is no crime and nothing to investigate on the non-delivery of a package. I replied to Buy Buy Baby's email with this information but they never responded. Since then I reached out multiple times and each time it's either "don't file a police report, I'm requesting a refund for you" or they ask me for a police report again. No resolution.

      Business Response

      Date: 12/31/2022

      December 31st, 2022

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau ***** Auto - Case# ********
      To whom it may concern: Better Business Bureau - ***** Auto - Case# ********

      Our customer service representative ********, reached out to the customer via email on 12/27/22 advising the customer a replacement was processed. The customer confirmed they received the replacement on 12/31/22. We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

      Customer Answer

      Date: 12/31/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ***** Auto

    • Initial Complaint

      Date:12/24/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered new born swaddling blankets and PJs, saw that they had part of the items going to my address instead of my granddaughter's. Called BuyBuyBaby and they said to cancel the order and reorder, which I did. they did not cancel the first order, so my granddaughter has received two of the same item and I've been charged twice. their customer service refused a refund without returning the item, which was a gift. I cannot request that part of the gift be returned. I am angry that they did not cancel the first order and I was charged twice.

      Business Response

      Date: 12/29/2022

      December 27th, 2022

      Better Business Bureau
      1262 Whitehouse ******** Square Road
      Building A, Suite 202
      ********, ** 08690

      Better Business Bureau - Better Business Bureau *******************-Case#********
      To whom it may concern: Better Business Bureau - *******************-Case#********
      Our customer service representative **** reached out to the customer via email 12/27/2022 advising we show order MPL6665574161 for the ****** Baby Size 0-3M 2-Pack Space Quilted Sleep and Play Footie in Blue/White & Bublo Baby Swaddle Blanket Boy Girl, 3 Pack Small-Medium Size Newborn Swaddles 0-3 Month, Infant Adjustable Swaddling Sleep Sack which has both items the customer was wanting to gift.
      The second order MPL6665574200 is the one we show customer service put a stop order request on which is only a request not guaranteed. We show they were able to get the ****** Baby Sleep and Play cancelled however, the Bublo was unable to be cancelled before shipping out. Since the item is a MarketPlace product, it would have to be returned to the seller for a refund to the original form of payment. We know the customer advised this is a gift so, unable to return the duplicate. We are able to make a one-time accommodation is issue a refund via e-gift card for order MPL6665574200  ($25.73). The customer confirmed & the funds were uploaded 12/29/2022 via email account ******************* We sincerely apologize for any inconvenience this matter may have caused. As of today, we consider this complaint closed.

      Thank you

      Customer Answer

      Date: 12/30/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      *******************

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